🚧 Feature is in beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
Why You Might Need to Merge Conversations
Sometimes a call drops or gets split into two recordings. Automated merging does most of the heavy lifting, but it won’t always capture every case. That’s where manual merging comes in.
Merging conversations manually gives QA teams full control to ensure calls are grouped correctly, context isn’t lost and insights remain accurate. This helps you maintain complete, high-quality data across all customer interactions.
Setting Up for Call Merging
Before you manually merge your calls, you need to decide what information will be merged.
❗ Important: This settings page includes automatic call merging settings, if you do not want calls to be automatically merged, ensure this is set to inactive.
Step 1: Go to the Merge Configuration Page
Select the Channel you want to configure for call merging
Open Configurations
Choose the Merge tab
Each channel has its own merge configuration, allowing you to tailor behaviour to different workflows.
Step 2: Configure What Data Should be Migrated
At the bottom of the config page, you will choose whether information from individual calls should be copied into the merged conversation.
Tags
Copy tags to bring all applied tags into the merged conversation
Do not copy tags to keep tagging limited to the final call
Comments
Copy comments to preserve analyst notes across the journey
Do not copy comments to avoid duplication
These settings help you balance context with cleanliness, depending on how your QA team works.
How to Merge Calls Manually
Follow these quick steps to merge two (or more) calls into one conversation.
Step 1: Filter to Find the Calls
Go to the Channel Conversations page.
Use the Filters at the top to find your calls for merge.
Locate both parts of the split call.
Step 2: Select the Calls to Merge
Tick the checkbox on the right of each conversation you want to merge.
Once both are selected, click the Merge Conversations icon from the toolbar on the top right of your conversation list.
Step 3: Confirm the Merge
A pop-up will appear asking you to confirm.
Click Merge 2 Conversations.
Step 4: Refresh Your Conversations
After you have confirmed the merge, it may take a few minutes for the calls to show as merged. You can Refresh the Conversation List by clicking the refresh icon.
You’ll now see one complete conversation containing both call parts. The call is indicated as merged with the merged call icon.
The Gist
Manual merging ensures no conversation slips through the cracks. It gives QA teams full control to maintain complete, accurately grouped calls, protecting the integrity of your insights.